Revamping and reorganizing customer service operations by implementing new technologies and initiatives. Simplifying and optimizing every touchpoint of the customer journey, ensuring that organizations can build and sustain meaningful relationships with their customers. Partner with organizations to elevate their CX operations, enhance customer support, and implement robust retention strategies that deliver measurable results.

Recruited to oversee the reimagining and reengineering of Client Experience Department. Worked closely with sales/marketing team, product owners, CSMs, and internal executives to rebuild all department operations, establish/define new KPIs and devise new processes and procedures to consistently exceed all CX performance metrics. Served as thought leader in redefining all CX operations, tracking all client engagements and touchpoints, and managing CX operating budgets. Acted as a customer voice, identifying opportunities to improve the customer experience and address customer pain points. Reported all program advancements and customer-centric improvements to senior leadership team and at board meetings.

Hand-selected to provide executive leadership in directing all aspects of Customer Care operations for US, LATAM & European markets, Collaborated with the corporate executives in managing strategic planning processes to identify growth goals, establish performance metrics, and devise/implement new processes to anticipate firms future needs. Led and supervised the daily activities of a team of 200+ employees in providing consistent high-level customer service thus ensuring a positive and profitable customer experience.

Coordinated and oversaw all aspect of the day-to-day Customer Care operations, inching directed 13 remote call centers to consistently deliver high-quality customer service to 100K+ members of this subscription-based consumer credit health services firm. Served as liaison between CSM, product teams, and operations to build customer care program and voice of customer program from the ground up. Led successful completion of multiple cross-functional projects. Established vendor relations and negotiated contracts. Hired and trained new team members.